How Tickets Work¶
When you submit a ticket from the Help Center or the in-app feedback button, it becomes an entry in our GitHub-based issue tracker. This page explains what happens next so you know what to expect.
The lifecycle¶
Submitted → Triaged → In progress → Resolved
- Submitted — your ticket is filed instantly and given a number, e.g.
#1234. If you left an email, we use it only to follow up with you. - Triaged — a team member reviews it, confirms the details, and applies labels so it's routed to the right people.
- In progress — once picked up, work begins. Bugs are reproduced first; ideas are weighed against the roadmap.
- Resolved — the fix or change ships, and the ticket is closed with a note.
How your ticket is labelled¶
Every submission is automatically tagged so we can sort the queue:
| You chose | Labels applied | Meaning |
|---|---|---|
| Bug | user-feedback bug |
Something is broken or behaving wrongly. |
| Idea | user-feedback idea |
A feature request or improvement. |
| Question | user-feedback other |
A question or general feedback. |
The user-feedback label marks it as coming from a real user, which bumps it up
for triage.
Tracking your ticket¶
- Ticket number — after submitting, the confirmation shows your number and, where available, a View ticket link. Keep the number handy if you email us.
- Replies — if you provided an email, we'll reach out there for anything we need or when it's resolved.
Access to the tracker
The issue tracker itself is internal to the Enjade team. You don't need an account to file a ticket — submitting through the Help Center or the app is all it takes, and we'll keep you posted by email.
Response expectations¶
We triage new tickets on every business day. Genuine outages and blocking bugs jump the queue. Feature ideas are reviewed continuously and folded into planning — even when we can't build them right away, they shape the roadmap.
Need something urgent? Email support@enjade.io and reference your ticket number.